I've not yet ordered anything from Shapeways, though I'm fascinated by the concept and am trying to come up with ideas for my first model. Having said that, I just found out that UPS is the only shipping method supported. I'm in Canada, and I'm afraid that this restriction will keep me from ordering anything through Shapeways, as UPS charges insane brokerage fees for items coming into the country. I do understand that I will have to pay Canada Customs, and I'm fine with that, but I'm not going to pay UPS $50+ just for handling an overseas package when Canada Post will do the same thing for $5.

Constructive feedback: The UPS-only shipping option is a dealbreaker for me, and I imagine it's the same for other Canadians. I've never ordered 3D "prints", but I've spent a lot of time discussing pocket knives online, and have heard too many tales of UPS charging $50+ brokerage fees on $70 orders to risk it.

There are competitors to your service based in the US who will ship to Canada via USPS. I prefer the layout of your site, and the materials you offer, but I'm going to have to go with your competition until you offer more shipping options.

Thanks for reaching out. My apologies for not getting back to you sooner - just got brought on a week ago to start addressing some of these issues - and still trying to take in all the information.

In response to your question - I'm very aware of these Canadian handling fees - and providing additional shipping options is something we're working towards. Right now, we're in the process of getting the US distribution up and running (where Canadian orders ship from). Once the system is completely operational, we'll be addressing other issues. I can't say it's going to happen tomorrow, but I can say it's on my short list of changes to address, and would be happy to keep you informed with any updates from inside.

and, since the change in rates, I've gotten a lot of complaints from potential customers in New Zealand and Australia about the lack of options. They are more than willing to trade-off delivery time for cost, but don't have the option.

and, since the change in rates, I've gotten a lot of complaints from potential customers in New Zealand and Australia about the lack of options. They are more than willing to trade-off delivery time for cost, but don't have the option.

Since the conversation started last August, we've implemented Uservoice as a way to collect and prioritize community requests. Since this seems to be something a lot of you feel strongly about, I'd suggest entering it into Uservoice, and trying to rally others to get it voted up.

The more votes it gets, the easier it will be for me to make the case to my team that we've should look into other options.

Guys I know this has been on the burner for a long time, and it's a change I badly want to see. There's a variety of reasons we haven't introduced a second option yet - but most of it boils down to there are so many things we are trying to do to drive cost down, and push speed up that there just aren't enough Dev hours in the day. For me, this is at the top of my priority list, and I am doing all I can to get it up and running for Q1 of next year. In addition- we'll also be launching a pick up option that will allow you guys to swing by, meet the team, grab your goods, and save on shipping. Promise I haven't forgotten you, and as Ana said, the louder the rumble, the more I can push.

I want to add my story to help make a case for alternate shipping methods to UPS.

UPS botched pretty well every step of the delivery of my most recent order.

First one I can forgive them for because my apartment number was left off the shipping label. Originally my package would have been delivered last Saturday but we'll let that part slide. So, I call after being notified the apartment number is missing and correct this on Saturday. No big deal.

Tuesday rolls around(UPS doesn't do Sunday and they had Monday off as Christmas) and I await my package. Another problem. Oh, nope, wait, still the same problem that was corrected on Saturday.

So, I call and correct it again while letting them know I already corrected it previously.

Wednesday rolls around and I await the call that my the driver can't get in my building but is there(the buzzer on my building doesn't work so I posted a sign with my phone number on it for the guy delivering it). No call. Then it says a delivery attempt was made. Ok, maybe I just missed him and he didn't see the note I left. Info notice says a second attempt will be made by 10:30AM the following day.

So, today, I sit outside starting at 9AM. I stay there until 11AM before going back to my apartment to check the tracking number. "A delivery attempt was made at 10:20AM"

Bull. I was there. Outside. Freezing my ass off and growing more annoyed as the deliver by time came and went.

So, I call the 800 number for UPS and make a complaint. The people there were really nice. They filed my complaint and forwarded it to the local processing center. The processing center calls me and says the guy is "coming back" and that I have to wait outside because he will be there in less than a minute because he is "just down the block".

So, I thank them and go back outside. 15 minutes pass before the guy shows up. I walk over to his truck so he doesn't have to get out in the cold and immediately he gives me attitude.

Swears up and down that he was there. That he left a new info notice(gee, where did it go? I checked for one in case somehow I *had* missed him. Nowhere to be seen). He says that he looked inside the lobby of my building. That he called my phone and left a message.

All of his assertions being untrue(and me knowing since I was there). He then calls me a "damned liar" before telling me I'm "lucky" because he doesn't EVER come back to do a second attempt on the same day.

Then he follows that with "but I'm not contradicting you. I was here. You weren't. I'm just saying."

Essentially, at the very least on a local level(and it is NYC so it's expected to a level), UPS is rude and doesn't provide the service they claim to offer.

While we're complaining: I ordered before the Christmas shipping deadline, and my package was scheduled to arrive on the 23rd. All day the 23rd the package did not arrive, I called UPS, and they said that they were now ready with the package, but were not doing shipping on the 24th, so I had to come in to their hub to pick up the package.

Anyway I spend an hour and a half on Christmas eve commuting to the suburbs of Montreal, and when I get there they say that they can't give me the package as it's "locked in a trailer" and that the person on the phone should never have told me to come in. Further, they would not be able to deliver again until the 28th.

The most frustrating part is, I know when the package eventually arrives they're going to charge me an additional $30+ for the pleasure of doing business with them..

This is a frustrating event, but for holiday-time shipping (especially in NYC), these kinds of problems will happen with any shipping company. There's always going to be a pissed-off truck driver somewhere ruining his reputation.

For sake of clarity in our message to Shapeways, we should keep this board as feedback on systematic problems with UPS - namely shipping to Canada causes large fees regardless of day or address.

This is a frustrating event, but for holiday-time shipping (especially in NYC), these kinds of problems will happen with any shipping company. There's always going to be a pissed-off truck driver somewhere ruining his reputation.

For sake of clarity in our message to Shapeways, we should keep this board as feedback on systematic problems with UPS - namely shipping to Canada causes large fees regardless of day or address.

I would call them not actually correcting an issue in their records by NOT forwarding said correction a "systematic problem" with UPS. Given that their system(the 800 customer service number) failed to communicate the correction to the local office(thus requiring my second phone call to again correct the error in their system).

I guess next time I want to make a complaint to further the end goal of getting a different shipping company option available for everyone I'll be sure to look for the "#USAProblemsOnly" hashtag.

I have had an issue with UPS as well. The ring plus shipping was 34.18 which was very good. I had no issue there and considered a great purchase. UPS Canada however wanted another 17.50 and required that payment by credit card or a money order.

If I order the I Ching Pendant for 17.49 then UPS Canada will make it a 34 dollar purchase total. That is currently a deal breaker. No complaints about the product but the UPS Canada fee is more expensive then the purchased product.

Since my original post is directly above this there is no need to quote it. Today I got a letter from UPS wanting the 17.50 payment. Needless to say I wasn't overly impressed when I called them. I was polite if somewhat unimpressed.

I basically said 2 things. 1: If there wasn't any payment then the item recieved would be still in the system and it is not. 2: Since I have the item and the only way to get the item is by credit card payment or money order I have to have paid them. It isn't like they would give me the parcel with an IOU.

So basically sloppy work on UPS's end has them trying to shake me down for ANOTHER 17.50 payment. The guy asked if I've received a credit card statement. Well it was about March 22 and realistically it isn't too likely I'd have the statement this soon.

I really hope that there are being steps to find alternate ways of delivery. The ring I ordered was 27.68 and initial delivery was 6.50. If I end up getting extorted for a second payment that means that the ring will cost 59.18 which is borderline obscene for a 27 dollar ring.

We don't have the crazy UPS charges that Canadian users have to put up with but that is a massive shipping charge for a 23gram part is it not? (It would only cost an additional $103 to launch said part into low earth orbit on a Soyuz rocket) Do shapeways parts come in a giant box filled with very heavy packing material or am I going to get a bubble wrap lined courier bag to add insult to injury?

We don't have the crazy UPS charges that Canadian users have to put up with but that is a massive shipping charge for a 23gram part is it not? (It would only cost an additional $103 to launch said part into low earth orbit on a Soyuz rocket) Do shapeways parts come in a giant box filled with very heavy packing material or am I going to get a bubble wrap lined courier bag to add insult to injury?

I can't speak entirely for Shapeways, but I work for a different line of business that uses UPS as its only shipping means. You actually can go to UPS's website and get a quote for what it costs to ship a package internationally, if you want to be investigative.

With UPS, the initial shipping cost is usually determined by the value of the item, first. For the purposes of the vast majority of items Shapeways will print, the size and weight of the package is not going to be a factor (unless, for example, you wanted to 3d print a truckload of metal bricks). With what I see, the standard international charge is usually a flat US$20 fee or 20-30% of the item's order value- whichever is greater. Expedited International shipping can easily double that.

Not to put too fine a point on it, but yes, I, too, would feel a bit put down in your situation, paying twice as much as the item just for delivering it to you would be annoying. However, that's actually very in line- if actually on the cheap end- with what UPS charges others to send internationally.

We've been doing a LOT of research into shipping options, because we know this is an issue you are passionate about and I wanted to share our findings and get your input.

While there is no immediate solution, these are our options, with their pros and cons.

Current Situation
Shapeways uses UPS as we have negotiated a bulk discount, allowing us to offer affordable, trackable shipping around the world.
Packages going to Canada are charged an *additional* handling fee by UPS as it is a private carrier, which in some cases doubles the shipping cost for the recipient.

POSSIBLE SOLUTIONS:
Option 1: USPS to Canada
Unlike our arrangement with UPS, we don't have a negotiated rate with USPS as we currently can not meet their minimum volume, therefore the average price for a package to Canada will be around $20.
Pros:Cheaper as there is no handling fee
Cons: Adds 6-10 days ON TOP of the current 10 day turnaround for any material. So for white, strong and flexible, it would be 10 days production PLUS 6-10 days of shipping with USPS. Total 16-20 days from placing the order.
USPS is not trackable. You would be able to see when your package cleared customs, but not where it was while in transit.
Time to implement: We could start to do this in about 3 months, and it could take up to (xx??) to implement.

So is this worth it to you? Would you be willing to wait longer for your packages if you knew you could eliminate the extra handling fee?

Option 2: Distribution Centre in Canada
Shapeways could open a small distribution centre in Canada, and ship all packages from a Canadian location, thus eliminating customs and broker fees.
This would eliminate BOTH a handling fee from a private carrier (like UPS) and the slower time of USPS.
Pros: Complete solution
Cons: Long term solution
Time to implement: This is something we have researched and since it involves opening a Shapeways outpost, we could feasibly set it up in about 6-8 months.

Is this worth the wait?

Option 3: Your ideas
If you buy other US produced products, how are those shipped to you? Are there any other ideas we could look into?

We want to solve this as much as you, so would really value your feedback here.

Thank you!
Natalia
ps: I realize this doesn't address expensive shipping to other parts of the world, but if we can figure out Canada, I believe we can apply the same solution worldwide.

Those are both great ideas. Thanks for looking into this for us Canadian customers. UPS service is still a terrible experience here. For example, I got a shipment from them 2 weeks ago, waiting 4 days for them to find my home locally, then wrote them a cheque for customs fees (they refuse cash or debit) and still 2 weeks later they haven't cashed the cheque. I get shipments from the USA via USPS, and they most often include tracking info with frequent updates. Overall their service is good, and way better than UPS.

A shipping centre in Canada is also a great idea. Btw, when can we expect shipments to Canada from the Shapeways NYC location? That would be super convenient : )

For option B: I'm unaware which shipping company you'd use, but in my experience Canada Post (the equivalent of USPS) is much more expensive than the USPS. If you were to use them I don't know if the numbers would make business sense - employing a Canadian to ship locally might be the same price as an international USPS shipment. Perhaps negotiated rates with UPS Canada are more compelling, I don't have experience with that.

I like both options but option B sounds great. Yes, it's worth the wait - we have no choice!

USPS should not be significantly or even any more expensive than UPS. Small package from Canada to US costs about $7. If I have to pay something like that and NO additional fees I would be very happy.

Presently, if I buy anything from the US and UPS is the only choice I will write to the company and tell them what I think of that; I've had a few tell me to contact them when ordering and they will ship USPS.

Most times I won't mind the extra wait... where it becomes a problem is when Shapeways runs behind in their schedule and long delays are compounded by long mailing times (as in present situation with Silver!) and I have customers breathing down my neck wanting to know where the product is.

Plus, a Shapeways distribution centre in Canada! How long after that would it be until you are printing here?!!

And to finish off with another recent UPS story: After my horrible gouging a week or so ago I came home the other day to find a package at my doorstep. No signature and nothing to pay ($20 WSF order). I was grateful to get the package but in other parts of the world, hell, other parts of Canada, that package would not have been waiting for me when I came home... At least with USPS that package would be in a locked mailbox.

It looks like on USPS first-class mail shipping could typically be from $3 to $6. That would be a price option I'd be excited by.

USPS First Class is what I was thinking, too.

I've bought many things from eBay which were sent that way and all were relatively cheap.

That said I do not know what kind of packing Shapeways uses which may increase size\weight and add to the cost of postage as well as cost of the materials themselves.

The eBay purchases in question were all in bubble envelopes with minimal packing, all under $10 (small electronic components).
This would be fine probably for small stainless steel prints and small dense plastic prints for example but I don't know about the rest.

I'm sure larger pieces and fragile pieces would have to be put in a decent box.

I don't understand why USPS international flat rate isn't at the top of the list. I use this to ship to Canada on a regular basis. It's cheaper than UPS to begin with and doesn't stick my customers with $20 broker fees in the end.

USPS First Class International is the way to go cheaply for shipping anywhere on the planet from the USA. I've sent many Shapeways models to all corners of the globe for less than $10 each package. The cost goes entirely by weight, all my shipments have been small boxes under 1 pound.

The only drawback is that the package cannot be tracked. This might be a problem for Shapeways, if a buyer says his package was never received you'd have to take their word for it. My guess is Shapeways wouldn't use it for that reason alone. With tracking, international shipping is $$$$$$.

USPS First Class International is the way to go cheaply for shipping anywhere on the planet from the USA.

The only drawback is that the package cannot be tracked. This might be a problem for Shapeways, if a buyer says his package was never received you'd have to take their word for it. My guess is Shapeways wouldn't use it for that reason alone.

That's not really an issue.

All you have to do is when offering USPS First Class as an option, make sure the buyer understands and agrees that any loss is not Shapeways responsibility.

If the buyer won't accept that, then they should pay for the tracked option.

I have taken that risk many times and so far have had no issues. Then again, my country is not exactly one known for 'losing' parcels.